Director, Player Pathway & Concierge Services

USTA National Tennis Center • Lake Nona, FL

1d • $95,000 - $115,000 • Onsite

About The Position

The Director of Player Pathway & Concierge Services is responsible for leading the strategic design, integration, and execution of high-quality, athlete-centered support services across the USTA Player Development pathway, with an emphasis on how this can be scaled through a digital platform. This role will oversee the operational delivery of concierge services that enhance player and parent experience in alignment with USTA’s mission to develop world-class American players Co-lead the development and implementation of the Player Performance Concierge Model with a focus on the digital experience and how that integrates with operational excellence and white-glove service for athletes. Partner with USTA leadership, and digital partners to create a seamless athlete experience across touchpoints, including training, travel, nutrition, recovery, housing, and competition. Translate player feedback and developmental insights into continuous service enhancements and player-first experiences. Align support systems including the AMS with player profiling, development plans, and high-performance tracking platforms. Build and manage budgets related to athlete services, ensuring efficiency and scalability of programs. Drive KPI reporting, standard operating procedures, and feedback loops across athlete support operations. Serve as a key liaison between players, families, coaches, medical staff, and internal departments to ensure consistent, high-quality care and communication. Collaborate cross-functionally with Player Development, Collegiate Tennis, Competition Pathway, and Officiating to support athlete participation and service integration at all levels. Represent the Athlete Services department at key internal planning meetings and external events. Lead athlete services planning and execution at all major USTA events, including the US Open (Co-Lead), Davis Cup, Billie Jean King Cup, NCAA Championships, Orange Bowl, and National Campus-based events. Partner with personal and athletic development departments, to deliver player-focused services at camps and competition environments. Develop and deliver educational resources for players and families to support travel, wellness, and long-term development.

Requirements

• 10+ years of experience in high-performance athlete services, logistics, or player operations in a sports or entertainment setting
• Strong leadership and team management experience; proven ability to scale and operationalize player support programs
• Deep understanding of the high-performance sport ecosystem and player development models
• Exceptional organizational, communication, and customer service skills
• Experience managing complex budgets and cross-functional project teams
• Passion for player-first service and advancing American tennis

Responsibilities

• Lead the strategic design, integration, and execution of high-quality, athlete-centered support services across the USTA Player Development pathway, with an emphasis on how this can be scaled through a digital platform.
• Oversee the operational delivery of concierge services that enhance player and parent experience in alignment with USTA’s mission to develop world-class American players
• Co-lead the development and implementation of the Player Performance Concierge Model with a focus on the digital experience and how that integrates with operational excellence and white-glove service for athletes.
• Partner with USTA leadership, and digital partners to create a seamless athlete experience across touchpoints, including training, travel, nutrition, recovery, housing, and competition.
• Translate player feedback and developmental insights into continuous service enhancements and player-first experiences.
• Align support systems including the AMS with player profiling, development plans, and high-performance tracking platforms.
• Build and manage budgets related to athlete services, ensuring efficiency and scalability of programs.
• Drive KPI reporting, standard operating procedures, and feedback loops across athlete support operations.
• Serve as a key liaison between players, families, coaches, medical staff, and internal departments to ensure consistent, high-quality care and communication.
• Collaborate cross-functionally with Player Development, Collegiate Tennis, Competition Pathway, and Officiating to support athlete participation and service integration at all levels.
• Represent the Athlete Services department at key internal planning meetings and external events.
• Lead athlete services planning and execution at all major USTA events, including the US Open (Co-Lead), Davis Cup, Billie Jean King Cup, NCAA Championships, Orange Bowl, and National Campus-based events.
• Partner with personal and athletic development departments, to deliver player-focused services at camps and competition environments.
• Develop and deliver educational resources for players and families to support travel, wellness, and long-term development.

Benefits

• Flexibility: Our Hybrid with Flexibility approach combines a balance of remote working with in-office collaboration to spark teamwork and creativity.
• Comprehensive benefits designed to meet your unique needs: Medical, dental, vision, access to doctors virtually, a flexible spending account to manage your health and dependent care expenses, and life and disability insurance are a small part of our offerings.
• Time to recharge and energize: Generous paid time off policy - including vacation, sick, personal, and paid holidays, parental leave, and a paid winter recess.
• Plan for your future financially and professionally: 401(k) with employer matching (up to 3%), promotional and growth opportunities, Learning and Development programs to learn on the job, and up to $5,000 for tuition reimbursement.
• Mental and emotional wellness: Resources for overall well-being including mental health and meditation benefits.
• Other cool perks: A personalized health management program, pet insurance, commuter benefits, identity theft protection, discounts with our network of partners, and fun events are just a few of the optional benefits available.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed